Macy's

November 22, 2016[redacted], [redacted]Re: Response to Revdex.com Complaint ID: # [redacted]Dear [redacted]: This letter will acknowledge receipt of your recent inquiry addressed to the Revdex.com. I would welcome the opportunity to personally discuss your...

online ordering experience, however my attempts to reach you have been unsuccessful. I have listed my telephone contact information below and remain available to you.Please accept my apology for the disappointment you had while attempting to use your Macy's Money. I understand that you were unable to use your $30 in Macy's Money due to the time difference. I have adjusted your order number [redacted] to reflect $30 off. Please allow 5 to 7 business days for a credit of $32.86 to post back to the [redacted] account used to make the purchase.Please be aware that Macy's is reviewing the timing of the Macy's Money offers for customers outside of [redacted] Standard Time.Thank you for bringing this matter to my attention and giving me the opportunity to respond. We hope you will consider this an isolated incident and continue to shop at Macy's. Please do not hesitate to call me at the telephone number listed below if I can be of further assistance. Sincerely,Carrie R.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]
February 25, 2016
[redacted]
[redacted]
[redacted]
Dear
[redacted]:
This
letter will acknowledge receipt of your recent inquiry addressed to The Better
Business...

Bureau.
Please
be assured that you will receive a response to your inquiry as quickly as
possible.  This letter is merely an
interim response until our research is completed.
If I
may be of any assistance, or if you have any additional information that may be
pertinent to your inquiry, please feel free to contact me.
Sincerely,
Nancy M.
Executive Offices
###-###-#### Extension [redacted]  The Macy's card is issued by Department Stores
National Bank.

[redacted],
We
received the complaint for [redacted] regarding ID [redacted]. The
customer requested a refund of the WNM fee due to a claim denial. We have
processed a refund of the WNM amount to the customers new account number
provided. We advised the customer to allow 10-14...

business days for processing.
Macy's
Executive Office

January 21, 2016
[redacted]
Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Complaint # [redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced
customer and have resolved all matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Jan B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

May 6, 2016[redacted] 
[redacted] 
[redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted] Dear [redacted]:  We are in receipt of your complaint filed with the Better...

Business Bureau and forwarded to Macy’s Executive Office where, as a liaison, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  I regret any frustration you may have experienced in this situation.   According to the Department Stores National Bank Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received.  The minimum monthly interest charge is $2.00.  You had revolved the balance of your account since the October 8, 2015 statement.  You then paid the account in full, $127.48, on December 15, 2015.  Applying the above noted billing policy to your account, a $2.00 interest charge was applied to your account for interest assessed between the last bill date of December 8, 2015, and December 15, 2015, the date your payment was received.  This was shown on your billing statement for the period ending January 8, 2016.  Since no payment was received for the period ending February 5, 2016, another interest charge of $2.00 was added, for a balance of $4.00.  We received your payment of $4.00 on February 11, 2016.  The final $2.00 interest charge for carrying a balance forward was removed on March 9, 2016.  As a courtesy to you, I have reversed $4.00 of interest and issued a refund check to you in that amount, which will arrive under separate cover in 7-10 business days.  This letter will confirm that your account has a zero balance and was closed on February 11, 2016.  I verified that this situation was not reported to the credit bureaus.  Thank you for giving me the opportunity to respond.  If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.  Sincerely, Michael J. Executive Liaison  ###-###-#### Extension [redacted] cc: [redacted], Revdex.com

I need a manager from Macy's to contact me regarding this matter and we can go from there.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complain**  For your reference, details of the offer I reviewed appear below.I will not be able to accept Macy's response as I did not get a bill. Macy's records seem to be very different from mine. [redacted] H. seems to believe that I am lying about not receiving a bill and she does not believe that I updated my phone number by mail. I would not even be continuing this is I was lying about i** It is starting to seem that [redacted] H. is on some kind of "power trip"  as she is very adamant about what I did and did not do. But I am just as adamant and have been very honest about what I did and did not do.  She says I changed my statement preference on July 23 to paper statements. That was the SECOND time I changed it as I did not get a bill the month before. There is obviously something wrong with their system. I switched to paper statement after the original fiasco. I still to this date have not gotten a June statement in any form. I did just get a July statement by email on July 30. The point is as my credit history shows, I pay my bills on time when I get them. Macy's is the only company that I have ever had this problem with.  As far as Macy's addressing the issues and following the agreement they outlined they have not outlined any agreement and the only way they have addressed the issues is by saying I did get a bill when I did no**I will never accept [redacted] H. response that my not paying the bill was not a result of a billing or banking error as I did not get the bill and had previous excellent credit history before which should account for something. I do not appreciate not being believed. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Macy's once promised me to exchange the item on the first response, but they did not reply me after that day (April 7th)  on which I asked for the exchange instruction until April 21th, it lasted 14 days. Then they told me there was no way to excange, the option for me is  to return the item or take the 20% price adjustment. Also,  they said NOT ALL [redacted] handbag come with a hangtag to Macy's, If it is true, I think Macy's should ask [redacted] company for why? or hangtag  is meaningless in USA?. And,  I asked another friend which bought the same handbag in Macy's if she received this item with a hangtag, her answer is YES.As a consumer, I want to exchange the item which has no hangtag and is worn for a complete new one , but as Macy's reason I can't. So I asked for 50% price adjustment for the service Macy's provided. Macy's replied they can only accept the 20% price adjustment.  I respect Macy's  decision and attitude, but I DO NOT accept their option to solve this complaint. I think Macy's should learn form Amazon which takes customer's thought as the first. I think this is my last response for this complaint although it is not solved in my opinion,  as Macy's said they would close this complaint.Thanks for Revdex.com,  you give me the chance to let Macy's know my thought as a customer. I think it is a very very good platform, thanks for Tina's help! 
Regards,
[redacted]

[redacted]   [redacted]
March 14, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in [redacted]
    Complaint ID: [redacted]
Dear [redacted]: 
I am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Macy's Executive Office, I was asked to review and respond to your concerns.
I have enclosed copies of our responses dated February 11, 2016, February 22, 2016, and March 4, 2016.  These responses were mailed to the address provided in your complaint.
You may contact me at the telephone number below if you have additional questions.  I look forward to assisting you.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc: [redacted]
    The Revdex.com

[redacted]   [redacted]
*   June 27, 2016     [redacted]  [redacted]    Re:  Revdex.com Complaint ID [redacted]       Macy’s account ending in [redacted]  ...

  Dear [redacted]:   We are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused.    My research confirmed that, as requested in your complaint, we have removed interest charges of $6.00 and late fees of $10.00, bringing your account to a zero balance.  In addition, we have removed the record of delinquency associated with this situation and directed the credit bureaus to update their records as well.  Please allow thirty (30) days for the bureaus to make the necessary corrections.  This letter will also verify that your account was closed at your request on August 24, 2015.    We appreciate this opportunity to respond.  If you need assistance on another matter, feel free to call me at the telephone number noted below.   Sincerely,     Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

[redacted]Dear [redacted]: I am in receipt of complaint #[redacted] forwarded to us by the Revdex.com and I was asked to review and respond to these concerns.The customer was compensated with gift cards, in addition to the removal of the authorization hold from her account. We have no authority regarding her bank's refusal to remit insufficient fund fees. This issue must be dealt with solely between the customer and her bank. Based on the above information, we consider this matter closed. Thank you. Sincerely,Tara B.Macy's Executive Office###-###-#### Extension [redacted]

January 20, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com ID
#[redacted]
       Macy's Rebate Issue
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by...

the RevDex.com.  As a representative of Macy's
Executive Office, I was asked to review and respond to your concerns regarding
the Black Friday advertised rebates.
I
regret that you were disappointed with the processing of your rebate
requests.  When similar items are
submitted for rebate only one is eligible in the same household; it is
important to note all of the instructions and exclusions on the rebate form
prior to submission to ensure receipt of the rebate.  We are not able to issue rebate checks in our
office; in lieu of the $10.00 rebate check, please accept the enclosed $25.00
in Macy's Money, which can be used at any Macy's store, as a token of our
appreciation for your continued loyalty.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond.  Your feedback is
critical as it assists us in understanding our customers' experiences and
directs our attention to areas in which we can improve our service
quality.  If I can be of further
assistance, please do not hesitate to contact me at the telephone number listed
below.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure /mailed January 20, 2016
cc: [redacted], Revdex.com

[redacted]   [redacted]     February 10, 2016     [redacted]    [redacted]    [redacted]     Re:  Revdex.com ID #[redacted]     Dear [redacted]...

[redacted]:      I am in receipt of your complaint forwarded to Macy's Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns.  I apologize for any inconvenience you may have experienced.     In reviewing your complaint, I apologize that the Flint store was in disarray at the time of your visit.  I forwarded the information you provided to the   store  manager to address the condition of the store and the dressing roo[redacted]     In regards to the dress that you found on the sales floor marked down to $0.01, that item had been marked down as salvage in the inventory system and is e  either “sold” to a third party or given to charity.  It is not to be placed on the sales floor or sold to a customer.  In the event the merchandise is accidently   placed on the sales floor and found it is our policy to remove the item from the sales floor and return it to a designated area.  If the customer insists on   purchasing the item, the manager has the option to look up the lowest selling price for the item and offer it at that price less 25% which is what the clearance   price would have been when the item was for sale to the public.  The store manager would be the appropriate person to determine if the damaged dress could be sold as it was marked as salvage.  I apologize that you received conflicting information while in the store.     In regards to the dress, web id [redacted], being available online, it is and sells for $209.00.  To date, it has not been discounted and therefore would sell for the price as marked the day that you place your order.  If it is not excluded from our online promotions, it may be discounted by using the available discount code, or a Macy’s promotion code.  We are not able to sell you the dress for $41.80, which would be 80% off.     [redacted], I hope that you understand that as a business we establish and adhere to policies and procedures like this to ensure that all our customers    receive fair and consistent treatment.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please contact me at the number listed below.     Sincerely,      Janice D.    Macy's Executive Office    ###-###-#### Extension [redacted]     cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]  Customer called Revdex.com 8/9/16 indicating she is still receiving collection calls, she thought this matter was taken care of. Please advise.

Dear [redacted], We are in receipt of the rebuttal to Revdex.com Complaint ID [redacted].  We have corresponded through email  with [redacted] and have carefully reviewed all matters as expressed in the complaint.  We have agreed to send feedback to the agent/supervisor involved to be coached on the work around for applying a gift card once an order is beyond the 30 minute window to make changes.   However, the customer believes these actions are not sufficient.  Again, [redacted], we believe our actions are more than equitable and we consider the matter closed satisfactorily.  Thank you. Sincerely, Julie R.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com complaint ID #[redacted]         Macy’s gift card ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint filed...

with the Revdex.com which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns.  We sincerely regret any inconvenience you may have experienced in this matter.   Thank you for the courtesy you extended to me during our phone conversations on April 25, 2017, and April 26, 2017.  Upon review, I found that your gift card ending in [redacted] has a balance of $22.26 on it after your $15.01 merchandise return was applied to the card on March 13, 2016.  I apologize that the associate advised you that all you needed to use the gift card balance on a future purchase was to show your receipt.   Since you no longer have the gift card, on April 26, 2017, I requested the gift card ending in [redacted] be marked as lost and a new card be issued and sent to you under separate cover to the address noted above.  Please allow seven to ten days for the card to be reissued and mailed.   I was disappointed to hear of the customer service issue you encountered in the store in trying to resolve this matter.  Macy’s goal is to have professional and knowledgeable associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  It appears we may have fallen short of this goal.  Therefore, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.   [redacted] thank you for taking the time to bring this matter to our attention and giving me the opportunity to respond.  Your feedback provides us an opportunity to follow up with the appropriate action.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely   Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted] I have sent payment on the account despite the fact that I never received the documentation from Macys. However, I have now received a letter stating that the fraud department had detected suspicious activity on my account.I CLOSED this account in march when the fraudulent items were ordered. I simply do not understand why this account wasn't closed.  I want it on the record that I do not want an account with Macys or their affiliates.... I again have contacted Macys and have again requested that the account be closed and have received another letter to that effect.Is there anything else I should do?? Thanks.

January 21, 2016[redacted]Re:  Revdex.com Complaint ID [redacted]Dear [redacted]:  I am in receipt of your most recent complaint forwarded to us by the Revdex.com.  As I am familiar with your complaint, I was asked to review and respond to your continued concerns about the handling of the charges from fraudulent macys.com orders.  As I previously mentioned in our December 29, 2015, letter (copy enclosed), our office has not received any information regarding the bank debit card number or the amounts of the charges to your bank account, so we are unable to thoroughly investigate this matter.  Please note that macys.com orders are processed within 30 minutes of being placed on-line.  Once charges have been processed to any debit or credit card, we are unable to cancel an on-line order.  By the time your bank notified you about the charges and you called us, almost two hours had passed and we were unable to cancel the orders that were already processed.    I apologize again for the inconvenience and frustration this situation has caused.  However, without further information, I am unable to assist in determining what happened in this instance.  Sincerely, [redacted] Randi P.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc:  [redacted], Revdex.com

March 11, 2016
Tina
Geers,
We
are in receipt of complaint ID #[redacted] regarding the customer's refund for
the mattress set she returned to Macy's. We contacted the customer and
confirmed that her credit was processed back to her [redacted] account on 3/10/16. At
this time, Macy's will consider this matter closed.
Thanks,
Sincerely,
Macy's Executive Office

[redacted]   [redacted]
November 6, 2015
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID [redacted]
         Macy’s account...

ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy’s Executive Office, I
was asked to review and respond to your concerns on behalf of Department Stores
National Bank.
We recently underwent
a scheduled credit system update for the Macy’s credit card accounts and
redesigned our macys.com website. 
Unfortunately, the implementation of this upgrade may have caused
challenges when accessing and using our credit servicing site, which resulted
in a disruption of online servicing for many customers.  Be assured that the service you described is
not typical of the level of quality customer service that we strive to provide,
and we apologize for any frustration you may have experienced. We do not tolerate rude behavior of any kind,
and I am also sorry our representative talked over you when you asked for
clarification about the late fee that appeared on your online billing
statement.
According to the
Department Stores National Bank Credit Card Agreement, a late fee is added for
each billing cycle you fail to pay the Minimum Payment Due by the payment due
date.  The fee will be $27.00; or $38.00
for any additional past due payment during the next six billing cycles after a
past due payment occurred.  Interest is
charged each month the account carries a balance.  The minimum interest charge is $2.00.
In reviewing your
account, I found that the billing statement for the period ending August 3,
2015, had a $207.97 balance with a $25.00 minimum payment due by September 3,
2015.  When no payment was received by this
due date, you were charged a $25.00 late fee and $5.01 interest charge in
accordance with the terms of the Credit Card Agreement.  We received a $25.00 payment on September 16,
2015, and an additional $38.00 payment on September 29, 2015, which brought
your account to a current status. 
Although the fees were properly charged, on October 9, 2015, we removed
a partial $13.00 late fee as a courtesy to you. As a further accommodation, we removed the
remaining $12.00 late fee, which you will see on your next billing
statement.  I confirmed that no
derogatory information was reported to the credit reporting agencies concerning
this matter as your account never reached thirty (30) days of delinquency.  Copies of the billing statements for the
periods ending August 3, 2015, through October 8, 2015, are enclosed for
reference.  We thank you for recent
payment of $120.00, which we received on October 10, 2015.  As of the date of this letter, your account
has a $281.17 balance.
With
respect to your billing statements, you may to go online to macys.com, create a
profile, and change your billing preferences from receiving paper to paperless
statements.  I appreciate your taking the
time to bring this matter to our attention and giving me the opportunity to
respond.  If I may be of further
assistance, do not hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed Nov. 9, 2015
cc: [redacted], Revdex.com